Tech Support Engineer: BI & Integrations Specialist

hc1; Chicago (IL); Presencial; USD 55.000 - 85.000; Jornada completa

Descripción de la vacante

hc1 is seeking a Technical Support Engineer to deliver tier 1–3 support and analysis for the hc1 platform. You will test, maintain, and improve software that supports client workflows while embedding continuous improvement and QA practices in daily work.

You will partner with activation teams and external vendors to resolve issues, ensure SLAs are met, and document processes for the online help resources. The role includes after-hours support and HIPAA/security compliance responsibilities.

Formación

• Associate’s degree in a technology-related field or at least 1 year of related work experience.
• Experience in or familiarity with customer-focused situations.
• Experience working with web/cloud-based applications.
• Demonstrated troubleshooting, analysis, and problem-solving skills.
• Exceptional communication skills (verbal and written) with the ability to produce clear concise documentation.
• Knowledge of standard support processes and methodologies (SQL queries, implementation, enhancement requests, development, and product release).
• Time management skills to meet business demands.
• Experience with Looker and MySQL.

Responsabilidades

• Support hc1 clients and assist internal hc1 teams with requests and drive them to resolution across teams and vendors.
• Facilitate discussions to understand client hc1 workflows, interfaces and BI solutions.
• Maintain, track and respond to support SLAs.
• Log issues and bugs in a tracking system and elevate as needed.
• Create clear and detailed instructions for the online help repository.
• Lead troubleshooting sessions and initial BI integrations analysis.
• Respond to outstanding issues after project go-live.
• Monitor hc1 HIPAA and IT security compliance tools.
• Provide after-hours and weekend support including 24/7 coverage on rotation.
• Demonstrate proficiency with HL7 messaging and tier 1/2 integration issues.
• Demonstrate proficiency with Looker and MySQL BI issues.

Conocimientos

Troubleshooting

Analysis

Problem-solving

Communication skills

Customer-focused

Time management

Educación

Associate’s degree in technology

Herramientas

Looker

MySQL

Snowflake

Splunk

Google Apps

Descripción del empleo

hc1 is seeking a Technical Support Engineer to deliver tier 1–3 support and analysis for the hc1 platform. You will test, maintain, and improve software that supports client workflows while embedding continuous improvement and QA practices in daily work.

You will partner with activation teams and external vendors to resolve issues, ensure SLAs are met, and document processes for the online help resources. The role includes after-hours support and HIPAA/security compliance responsibilities.